Supervisor, Call Center (Bilingual Spanish Preferred)


Supervisor, Call Center (Bilingual Spanish Preferred)

Farmington, Connecticut

  • Develop, supervise, and audit the telephone call center staff to consistently achieve departmental goals and create an effective interface between internal and external customers.
  • Monitor staff to ensure compliance with departmental and corporate policy, procedures, and standards of performance.
  • Ensure appropriate scheduling/allocation of staff to provide coverage for normal and peak customer demand periods.

Responsibilities:

  • Develop, supervise, and evaluate assigned staff (up to 20+ employees).  
  • Develop, communicate and monitor performance expectations and plans for all direct reports; conduct performance reviews within specified time frame.  Provide feedback on a regular basis.
  • Apply personnel policies to ensure the continual development of staff; act as a coach and mentor for staff to assist with the resolution of employee performance issues. 
  • Maintain an environment of quality improvement through continuous evaluation of processes and policies. Lead and develop teams to quickly diagnose root causes to problem areas.
  • Conduct phone audits of Call Center staff to ensure quality in product knowledge, customer service and effectiveness of training. 
  • Identify and recommend new technologies and process efficiencies. 
  • Track and report statistics on unit activity, response times, quality results, and other measures that affect departmental objectives.  
  • Perform other related projects and duties as assigned.
  • Interact with staff to enhance procedures and workflows within Customer Service and other Departments.
  • Interact with various departments throughout ConnectiCare to identify, address and resolve questions, procedures and issues surfacing through communication and contact with members, providers, and facilities.  

Requirements:

  • Bachelor's Degree required; additional years of related experience/specialized training may be considered in lieu of educational requirements
  • 3 - 5 years of relevant professional work experience required
  • 1+ years of experience managing staff and processes in a customer service environment required
  • Telephone customer service experience preferred
  • Prior experience in a healthcare organization, medical office, sales/service, or billing environment preferred
  • Excellent communication skills (verbal, written, active listening, interpersonal) with all levels/types of staff required
  • Demonstrated analytical and collaborative problem-solving skills required
  • Knowledge of medical terminology and procedural coding, provider reimbursement, coordination of benefits and all types of medical claims preferred
  • Previous system user experience in a highly automated environment required
  • Proficient in MS Office (Word, Excel, Powerpoint, Outlook, etc.)  required
  • Knowledge of telephone system technology, especially ACD mechanics preferred
  • Bilingual preferred

Additional Information

  • Requisition ID: 2115M

Company
EmblemHealth
Posted
09/01/2021
Salary Range
$27,000.00 - 44,000.00
per Year
Salary range estimated by
Location
Farmington, CT 06030, US